2013

Can You Be Product and Customer Experience Driven at the Same Time?

Aveus

Are you familiar with the phrase, “the best of both worlds?” In my personal life, I’m constantly tempted to make decisions that combine multiple things I like. For instance, when I’m out to dinner – I often think, why not recommend that my dining companion order my second choice on the menu.

130

I Can’t See the Forest—the Trees are in the Way

CX Chronicle

As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution.

130

Year In Review: Our Ten Most Read Blog Posts of 2013

MaritzCX

We covered a lot of ground here on the Allegiance blog in 2013, from program design recommendations to leadership lessons to industry trends. Here’s a chance to catch up on what you missed by reviewing our ten most read posts from this year. Enjoy!

130

The Good Stuff on Customer Success you should be Reading

Amity

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions.

89

How Plansource Uses AskNicely NPS with Salesforce to Transform Customer Relationships

In just nine months, Plansource raised customer happiness by 35%. Learn how.

More Trending

Twitter Application Use Across EMEA

Andrew Maher

As part of the Twittersphere and the data provided via its API I was curious as to how people here across EMEA from Scandinavia down to the Cape were accessing and tweeting. So, over a few months I tracked the use and have now compiled the results. This is in no way comprehensive and there […].

67

Best customer service

Very Best Service

Best customer service formula The recipe for best customer service has never been published yet many organisations claim to know the secret formula.

52

A Customer Service Rock Star!

Pretium Solutions

Today we are pleased to feature another post by guest blogger Sarah Simon. Sarah shares a recent experience with Home Depot to showcase how a potential customer service disaster can be transformed into a positive customer experience.

65

Customer Loyalty and the Spirit of Christmas

Touchpoint Dashboard

Despite the weather outside being frightful (it’s a balmy 8 degrees Fahrenheit outside my office today), Christmas spirit abounds. The holiday is just a few weeks away, and extra doses of friendliness, goodwill, compassion and generosity are apparent everywhere.

40

Getting to Iconic – How leading brands balance technology and human talent to deliver exceptional CX

The world’s most influential and customer-centric firms lead with technology, but do not let technology lead their customer relationships. Iconic firms – as such firms are labelled – recognize that providing exceptional customer experience is a key driver of increased revenue and brand loyalty. Register now to learn what strategies differentiate an iconic firm from other businesses

Why Map an Ideal Customer Experience?

Aveus

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target.

130

The Case FOR Customer Experience as a Business Strategy

CX Chronicle

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.

109

Customers. Culture. Commitment.

MaritzCX

I have learned some valuable things during my first year as CEO of Allegiance and would like to share a few of them with you. Customers. One of my favorite things this past year has been meeting customers. When our customers are successful we are successful as a company.

130

Stop Building Your Competitive Advantage and Start Building Your Customer Advantage

Amity

That’s when it’s back to the lab again, He better go capture the moment, And hope it don’t pass him by. Lose Yourself , Eminem. Competitive Advantage isn’t Sustainable. Power has shifted from vendors to customers.

82

Executive Report: The Customer Data Too Often Overlooked by the C-Suite

A recent Calabrio research study of more than 1,000 C-Suite executives has revealed leaders are missing a key data stream – voice of the customer data. Download the report to learn how executives can find and use VoC data to make more informed business decisions.

The Widening Gulf of Customer Experience

Customer Input

With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.

68

Book Review: The Customer Service Survival Kit

Service Untitled

The Customer Service Survival Kit was written by Richard S.

78

Your Legacy of Customer Service Leadership

Win the Customer

Customer service leadership is clearly having a strategy for customer experience and bringing out excellence in others to carry out the service vision. Customer Service Customer Experience Excellence Leadership Management Vision

71

Bank Mobile App and Customer Service

Andrew Maher

I just came across an article from 1to1 (sorry, login wall) but the point was it brought to my attention a US bank and its jump into Customer Input in designing a mobile application. You can see more about this application on their own web page as well.

60

Auror and NPS: The Ultimate Crime-Fighting Duo

Auror uses NPS to fuel business growth through customer happiness. See How.

Customer service culture

Very Best Service

Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible.

52

Don’t Wait For The New Year To Resolve To Do Better.

Annie Tsai

This time last year, perhaps you put your introspective hat on and created some New Year Resolutions for yourself. Wanted to finally run that marathon? On the list. Wanted to juice cleanse your way to inner peace? That made it too. While the New Year (and milestones in general) is a nice symbolic way to […]. Customer Experience Management Personal random stuff drawer

40

Is Your Marketing Organization Ready to Change its MO?

ClearAction

Is Your Marketing Organization Ready to Change its MO? Gary Katz. It can sometimes be difficult to determine whether your company is ready to implement Marketing Operations.

56

How Bold Leaders Stay One Step Ahead of Customers

Aveus

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most.

130

Study: The Health of the Contact Center

What does it take to engage agents in this customer-centric era? Download our study of 1,000 contact center agents in the US and UK to find out what major challenges are facing contact center agents today – and what your company can do about it.

Customer Journey Mapping - A Powerful Organizational Transformational Tool

CX Chronicle

Organizations that intend to deliver an exceptional customer experience must first understand what the customer experiences at every touch-point and, most importantly, this needs to be articulated by the customers themselves. It is tempting to shortcut the process by adopting simply an internal viewpoint of the customer experience as representative of the actual customer experience. This doesn’t quite provide the mirror that needs to be held up within organizations.

100

L’Chaim! Bringing data to life

MaritzCX

Remember when those magical words “once upon a time” promised an exciting story? We strive for the same excitement, or level of persuasion, when storytelling with data but we often miss the mark.

130

The 3 Things Every Prospect Wants to Hear

Amity

Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success!

73

Authenticity: Lesson in Exceptional Service from a Small Coffee Shop

Customer Input

A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity. Blog Customer input Journal Featured Customer Experience Customer Service Employee Engagement

57

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture Description: See how Fleetio uses AskNicely to create customer-first brand and product experiences.

Avoid costly mistakes by creating a better call center for customers

Service Untitled

Call centers can range from one or two people in a small office to thousands of customer service representatives in huge office complexes, but a customer’s view is set by their first impression or that first phone call needed for help.

77

Customer Experience Helps Customers Complete Their Shopping

Win the Customer

A great customer experience is one that seamlessly integrates real-time self-service technology backed by experts who can resolve breakdowns to the process. Business

70

I share therefore I am?

Andrew Maher

What do you think? Are we, as the presenter says, “sacrificing conversation for mere connection”? Explore more infographics like this one on the web’s largest information design community – Visually. Digital Interactions Social Media Social Networks

56

Treat your customers like Royalty

Very Best Service

Treat your customers like Royalty Should you treat all your customers like Royalty? We have written previously about whether to offer a standard customer service to all or tailor it to individual customers or group of customers.

52

How to Create an Exceptional Customer Experience

Learn 5 actions your organization can take right now to improve the customer experience.